Please see the attached Letter Before Action.

54 North Circular RoadBelfastBT15 5FE29 June 2026Mr Jack HendersonCharles Hurst Usedirect10 Comber Road,NewtownardsBT23 4QPDear Mr Henderson,RE: Formal Complaint – Audi Q2 Vehicle Registration SL67 FZEI am writing to formally raise a complaint regarding a vehicle I purchased from Charles Hurst Used Direct on 3 December 2025, registration number SL67 FZE.Since shortly after purchase, the vehicle has experienced repeated and serious faults, primarily relating to the gearbox, which render it unreliable and not of satisfactory quality.Summary of Issues• 4 December 2025: I attended Charles Hurst Lexus due to a warning light which identified loss of pressure in tyres.• 2 March 2026: I returned due to gearbox malfunction warnings and squeaky brakes. I was advised no fault codes could be identified.• 6 April 2026: While driving to Longford, a gearbox malfunction warning reappeared, including a message that reverse gear was unavailable. The vehicle entered limp home mode, forcing me to interrupt my journey and borrow another vehicle.• 8 April 2026: Following contact (after public holidays), it was agreed the car would be inspected upon my return from Longford.• The Service Team at Lexus, following diagnostic tests, identified:• gear selector fault (replacement required).This was replaced under warranty. I was advised the vehicle was “as good as new.” I still await the error code and have requested this several times from Karen Massisngham, the Service manager at Lexus.• 14 June 2026: The same gearbox malfunction warning reappeared, with the vehicle again entering limp mode whilst driving from Waterfoot, County Antrim back to Belfast.• The Service Team at Lexus, following diagnostic tests, identified:• P173660 – Position sensor for clutch 2 electrical malfunction (mechatronic unit replacement required)• P0C2900 – Auxiliary transmission fluid pump driver circuit fault (pump replacement required)I have now been informed that these faults are not linked to the earlier issue and, as the warranty expired less than two weeks prior to these latest faults, I am expected to pay approximately £4,000 for repairs.The contract under which I purchased the car is governed by the Consumer Rights Act 2015 (the “Act”)Under the Act, any vehicle supplied by a trader must be:• Of satisfactory quality• Fit for purpose• DurableGiven that:• Faults arose immediately after purchase.• There has been a clear and consistent pattern of gearbox-related failures.• The vehicle has required multiple inspections and repairs; and• The most recent failure occurred shortly after warranty expiry but relates to the same underlying system.it is evident that the vehicle was not of satisfactory quality or sufficient durability at the time of sale.Furthermore, where a fault emerges within the first six months, it is presumed to have been present at the time of delivery unless proven otherwise. Although some of these faults have arisen after that period, the continuing nature of the defect strongly indicates an inherent issue.I do not accept that the current faults are unrelated. They concern the same gearbox system and demonstrate an ongoing defect that has not been properly remedied.Resolution SoughtAccordingly, I require that Charles Hurst Used Direct:• Covers the full cost of the necessary repairs, including the mechatronic unit and auxiliary pump,OR• Provides another appropriate remedy at no cost to me.I request a full written response within 14 days of the date of this letter.Next StepsIf this matter is not resolved within this timeframe, I will proceed to formal legal action without further notice to enforce my statutory rights. This will include:• Issuing a claim through the Northern Ireland Courts and Tribunals Service• Referring the matter to Northern Ireland Trading Standards Service• Escalating the complaint to The Motor Ombudsman• Seeking recovery of all associated losses, costs, and any additional damagesI trust that this matter can be resolved promptly and without the need for escalation, and I look forward to your response.Yours sincerely,Lizanne McKearneyLizanne McKearney

Ms Beers is a real start. I contacted you for one car but it was not a good fit for me. She went extra mile to find a car that was ideal for me. Great experience and she made this a premium experience for me.

Super team in Ards

Chris was very easy to work with. My daughter was buying herself a car and he made it a very smooth process. Will definitely be back again.

Your associate Jamie was lovely, incredibly kind and listened to what I was looking for. Couldn't recommend him highly enough.Only marked down because the finance manager was a little pushy, asking multiple times if I was sure about my miles and kept pushing for the add ons before I had even got in to see the car itself. I understand its his job but it felt uncomfortable.

Clive, the salesman, was very knowledgeable and great to deal with.

I wish to make a formal complaint regarding the sale of my vehicle and the apparent addition of optional products and services to my purchase without my informed knowledge or consent.My sole intention when visiting your dealership was to trade in my existing vehicle and purchase a used car. I did not seek, request, or agree to purchase any optional add-on products or services. Following completion of the sale, I was surprised to receive communications directly from third-party providers informing me that I had purchased additional products and services. This was the first time I became aware that such products had been included as part of the transaction.To date, I am aware of the following products:GarX product – £449RAC service/product – £499Neither of these products was properly explained to me during the sales process. I was not informed of their nature, purpose, benefits, or cost, nor was I given a meaningful opportunity to decide whether I wished to purchase them. Had these products been discussed with me and their costs clearly disclosed, I would have declined them.As a consumer with limited experience of the vehicle purchasing process, I relied on your sales representative to guide me honestly and transparently through the transaction. I believe that trust was misplaced. The fact that I only became aware of these additional purchases after receiving emails from the providers raises serious concerns about whether I provided informed consent to their inclusion in the agreement.I consider the sales process to have fallen significantly below the standard I would reasonably expect from a reputable dealership. The apparent failure to clearly disclose optional products, explain their costs, and obtain my informed agreement has left me feeling misled and extremely disappointed.To enable me to fully understand what occurred during the transaction, I formally request:Copies of every document, agreement, declaration, finance document, product agreement, and any other paperwork or electronic documentation that I was asked to sign or acknowledge during the purchase process.A full itemised breakdown of all products and services included in the transaction and the amount charged for each.Confirmation of the basis upon which you believe I agreed to purchase the GarX and RAC products.Immediate cancellation of any optional products or services that were added without my informed consent.A full refund of all sums paid in relation to any products or services that were mis-sold or added without my informed agreement.I ask that this complaint be investigated thoroughly and that a written response be provided as soon as possible. If this matter cannot be resolved satisfactorily, I reserve the right to escalate the complaint through the appropriate channels and seek further advice regarding my consumer rights.

To the Customer Resolutions and Compliance Teams,WRITTEN CORRESPONDENCE ONLY: Please note that I am maintaining a strict paper trail for this dispute. Do not attempt to contact me via telephone. Any phone calls will be declined, and I will require all communications to be conducted exclusively via email to preserve an accurate written record for regulatory purposes.I am writing to lodge a formal complaint regarding my recent purchase of an MG ZS, registration SH72 AXF, from the Charles Hurst Newtownards branch (Purchase finalised under Agreement ID 09222115557576909255 on April 30th, 2026; Delivery taken on May 5th, 2026).Despite multiple written notifications sent to the salesperson, Gordon Williamson, I have been subjected to total radio silence. Furthermore, I have discovered that the branch accessed my file and altered my financial/insurance paperwork behind the scenes without my authorisation, signature, or prior consent.

I purchased a Suzuki SX4 S-Cross 2018 from Charles Hurst Suzuki Newtownards for £9,499.Unfortunately, shortly after purchasing the vehicle, I began experiencing a number of concerning issues, including:• No coolant in the vehicle when I bought it• Coolant leaking after I refilled it• Significant coolant loss• Fluid leaking from the engine/gearbox area• Rattling noise from the exhaust• A noticeable whining noise when accelerating in a higher gear at lower speedsI documented these issues with photographs and videos and was advised by Charles Hurst to contact RAC.RAC inspected the vehicle, identified a potential engine gasket leak and coolant leak, and advised that the vehicle should not be driven. The vehicle was subsequently transported by recovery truck to Charles Hurst Renault Newtownabbey.Following inspection, I was informed that no coolant leak could be found and that the coolant cap had been replaced. I collected the vehicle on 20/05/2026.However, on 28/05/2026, I discovered that the vehicle was once again experiencing a significant coolant leak together with a substantial drop in coolant level. I have photographs and videos showing the leak and the reduction in coolant level.Given that the vehicle had only recently been inspected and returned to me, I am extremely concerned that the underlying issue has not been identified or resolved.At this stage, I am also uncertain whether the vehicle is safe to drive due to the ongoing coolant loss and leakage.One of the most frustrating aspects of this experience has been the lack of clear ownership of the issue. The vehicle was purchased from Charles Hurst Suzuki Newtownards, but after being transferred to Charles Hurst Renault Newtownabbey for inspection and repair, I have been left feeling that responsibility for resolving the matter is being passed between locations. While this may not be intentional, as a customer it feels as though nobody is taking full responsibility for my vehicle or ownership of the overall situation.I have also experienced difficulties obtaining updates. Calls and emails have gone unanswered on multiple occasions, leaving me uncertain about the status of my vehicle and what actions are being taken to resolve the issues.At the time of writing this complaint, I am currently at Charles Hurst Newtownards waiting for an update regarding my vehicle. Despite my efforts to seek clarification, I still do not have a clear understanding of what the issue is, what the next steps are, or how and when this matter will be resolved. I am simply left with uncertainty while hoping for a proper resolution.Throughout this process, I have cooperated fully, provided evidence, followed the advice given to me, and allowed the dealership every opportunity to inspect and repair the vehicle.Since it has not even been a month since I purchased the vehicle, I believe this matter should be treated as a priority.My objective is not to seek compensation or create difficulties. I simply want the healthy, reliable vehicle that I believed I was purchasing for £9,499.I would appreciate a prompt review of this complaint, confirmation of the next steps, and a clear plan to properly resolve these ongoing issues.Kind regards,Amal